Resident Focus Project

To improve the quality of service that we provide to residents, we carried out a review of our customer service functions across housing and repairs. We asked Pennington Choices to carry out an independent review of our customer service and repairs functions and they made 24 recommendations for improvement. 

This project started out under the title of 'Customer Service and Repairs Review', and is was taken forward under a new identity – the Resident Focus Project. This name was chosen to reflect our aim to better meet the needs and aspirations of our residents and improve their satisfaction with our services. The Resident Focus Project was developed through workshops with a broad range of residents, elected members, and staff, to gather views on the City Corporation Housing customer service offering and repairs and maintenance performance.

After two years of collaborative work, the Resident Focus Project (RFP) is now formally closing. This initiative was launched to improve the quality of housing services, particularly in repairs and maintenance, and has delivered significant outcomes that will continue to shape our service delivery.

Key achievements

• Policy development: The project led to the creation and approval of several key policies, including those on Damp & Mould, Fire Safety, Repairs & Maintenance, Compensation, Vulnerability, and Aids & Adaptations.
• New Repairs & Maintenance contract: A co-productive approach was taken, involving public briefings, workshops, and surveys. This ensured resident voices shaped the new repairs contract, which now includes timelier responses and better prioritisation.
• Training and systems: Staff completed training in various areas including professional boundaries and complaint handling, and tested upgrades to the Civica Housing Management System to improve functionality and user experience.
• Clear, accessible standards for residents: The launch of the Service Standards online has made it easier for residents to understand what they can expect from City Corporation Housing. Each standard, covering areas like repairs, tenancy management, complaints, and customer service is now publicly available and can be shared at any point during a tenure.
• Launch of the KPI dashboard: A major milestone was the completion and rollout of the new KPI dashboard, designed to provide both numerical and visual performance data. It supports monthly reporting and each KPI now has a designated accountable officer, ensuring ownership and transparency

Where outstanding actions will be taken forward

While the project is closing, its legacy continues:

• Housing Strategy and Action Plan: Outstanding actions from the RFP have been incorporated into the Housing Strategy 2024–2029, which sets clear priorities for service improvement, investment, and resident engagement.
• Head of Service ownership: Most remaining actions will be led by Heads of Service, ensuring continuity and accountability. This includes delivery of the planned maintenance programme, estate regeneration and compliance with the consumer standards laid out by the Regulator of Social Housing.
• Governance and oversight: The improvements initiated by the Resident Focus Project are now embedded in our governance framework. Performance is regularly reported, and service improvements have been integrated into everyday practice across teams. This ensures that the progress made continues to shape how we deliver services and respond to resident needs.

We thank all staff, residents, and partners who contributed to the Resident Focus Project. Your input has helped shape a stronger, more responsive housing service.